We are looking for a highly motivated and proactive **Support Analyst** to join our team. The professional will be responsible for monitoring the performance of data and telephony links, performing remote tests, conducting initial triage to detect failures, and opening service tickets. In addition, they will keep customers informed about the progress of recovery processes and serve as an effective interface between customers and technical teams. **Responsibilities and Duties** **Requirements:** * Monitor the performance of data and telephony links. * Perform remote tests and initial triage to detect possible failures. * Open and track service tickets, record information in systems, and inform customers about the progress of recovery tickets. * Serve as an interface between customers and technical teams. * Escalate managerial recurrences from technical teams to accelerate ticket resolution. * Provide both inbound and outbound customer support; * Register and maintain updated tickets regarding the progress of the recovery process; * Perform support-related activities such as troubleshooting, collecting detailed information about issues experienced by customers, and diagnosing the nature of problems, with focus on networks, telecommunications, routers, and switches. * Participate in conference rooms; * Facilitate customer site access when required; * Validate failure resolution with the customer; * Close tickets and ensure clarity of information regarding the incident, root cause, and actions taken; **Requirements and Qualifications** **Skills:** * Proactivity * Good diction * Strong communication skills * Text interpretation and ease with reading and writing * Experience working with targets and SLAs * Technical profile * Knowledge of NOC * Intermediate Office Suite proficiency * Knowledge of router and/or network configurations and commands * Knowledge and experience in Telecommunications, including troubleshooting * Intermediate-level knowledge of Microsoft Windows, Outlook, and Office Suite. * Completed (or currently pursuing) undergraduate degree in Computer Networks, Telecommunications, or related fields. **Additional Information** **Complementary Knowledge** * Experience and knowledge in Telecommunications and related areas; preferably including basic router configuration and testing. **Benefits:** * **Meal Voucher:** BRL 31.00/day * *After training period on the 12x36 schedule: BRL 45.00/day (symbolic payroll deduction of BRL 1.00)* * **Transportation Voucher or Fuel Allowance** *(symbolic payroll deduction of BRL 1.00)* * **Birthday Bonus** * **TotalPass** * **Life Insurance** * **Medical Assistance – Unimed** (after probationary period) * *No monthly fee, with co-payment* * **Dental Assistance – Uni-odonto** (after probationary period) * **Career Development Plan** **Working Hours:** Important *The training period will occur during business hours, Monday through Friday, from 8:00 AM to 6:00 PM, initially lasting 30 days, extendable based on operational needs.* After training, the professional will work on the 12x36 night shift, from 7:00 PM to 7:00 AM. **Work Model:** On-site – Belo Horizonte/MG **Remuneration:** BRL 2.581,17/month *\+ Night Shift Premium – After training period.* * **Employment Type:** CLT – Permanent **Join Mamtech Technology!** We are constantly growing and seeking talented, innovation-driven individuals to join our team. Here, you’ll find a collaborative environment, challenging opportunities that drive professional development, and the chance to build solutions that truly make a difference. If you’re looking to advance your career at a company that values people and technology, Mamtech is the right place for you! Apply now and help us shape the future together.